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A Customer Question to Immediately Increases Sales

While there are many questions staff could use to increase sales, this one takes the cake.

Recently at the Oregon Governors’ Conference on Tourism I saw this question in action. This simple question brought this small locally owned coffee shop at least 10 new customers in a period of two days.

If she were my employee, I would seek out a way to give her BIG kudos for her curiosity and action!

Staff Training

When hiring Front Line Customer Service Staff in hospitality or retail, an important characteristic is curiosity.

Curiosity not only will make the workers’ day more interesting, but it will help them engage with customers resulting in increased daily sales.

During the conference a fellow attendee, Jason, visited a local coffee shop. The question the barista asked resulted in at least a dozen new customers during the two-day conference.

When Jason was purchasing coffee the barista was curious and asked what brought him into town. He replied that he was attending the Oregon Governor’s Conference on tourism.

Her follow up question and subsequent actions make this particular barista worth her weight in gold.

Staff Curiosity in Action

She asked her customer, because she was curious, about how many people were attending the conference. He replied, ‘approximately 550’.

If she were my employee, I would seek out some way of giving her some kudos for her curiosity and then her next action.

She gave Jason 5 certificates to give out to fellow attendees. These certificates drove business right back to the shop.

Because he had such great customer service experience he returned the next day. The same barista was working and she gave him five more!

Video: The Story

Staff Retention

Had Jason gone in the second day and had a new barista his experience would not have been as powerful.

Pro Tip:

Consistency with interacting with the same staff makes customers feel valued, welcomed, and remembered.

This translates to increased sales.

Training staff by giving them a few questions to ask of customers is akin to giving a carpenter tools for the tool belt.

Giving staff even three questions for their tool belt not only makes the employee’s job more interesting, it increases the likelihood customers are to return and spend more money thus growing your business!

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Creating a Culture of Excellence

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Would you be interested in a tool to support your team in elevating their Customer Service game? A tool that, when implemented, causes your employee retention to increase and daily sales to increase?

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